Analytical mindset with ability to examine facts and make informed decisions
Excellent written and verbal communication skills, including proofreading, spelling, grammar, punctuation, and math
Ability to apply policies and procedures to arrive at accurate conclusions
Ability to work in a fast-paced environment with tight deadlines and high quality standards
Requirements:
Process appeals, grievances, complaints, and inquiries from members, authorized representatives, and regulatory agencies; analyze concerns and conduct necessary research to make appropriate and accurate case decisions
Coordinate, facilitate, and conduct managerial level conferences with customers and their authorized representatives to gather and relay information
Maintain accurate documentation of steps and actions taken to resolve customer concerns; ensure written communications meet corporate, regulatory, and accreditation timeframes and guidelines
Stay abreast of products, networks, internal policies, procedures and regulations to ensure accurate resolution of appeals, complaints, grievances, and inquiries
Job description
Our Client, a Health Insurance company, is looking for a Grievance &Appeals Coordinator for their Remote location.
Responsibilities:
The Grievance and Appeals (G&A) Coordinator is responsible for processing appeals, grievances, complaints, and inquiries received from members, authorized representatives, and regulatory agencies. The coordinator is expected to analyze the customer’s concerns, conduct necessary research by leveraging various internal and external resources and contacts in order to make appropriate and accurate case decisions.
Appeal Coordinators are expected to coordinate, facilitate, and conduct managerial level conferences with customers and their authorized representatives to gather and relay information.
The coordinator is expected to keep an accurate documentation record that details steps and action taken to resolve the customer’s concerns.
The outcome and resolution of all appeals, grievances, complaints, and inquiries is communicated via written correspondence to the customer using clear and simple language and include elements that satisfy corporate, regulatory, and accreditation timeframes, accuracy and response guidelines.
The Coordinator is responsible for staying abreast of products, networks, internal policies, procedures and regulations for the accurate resolution of appeals, complaints, grievances, and inquiries.
Requirements:
Analytical mindset- having the ability to examine a matter, the facts, contextual information and make an informed decision or implement a reasonable, rationale solution.
Excellent written and verbal communication skills.
Must be proficient in proofreading, spelling, grammar, punctuation, and math.
Ability to analyze, interpret, apply reason and logic, conduct research; structure a clear and thorough response.
The rest of the required skills/experience. Include:
Ability to apply policies and procedures to arrive at accurate conclusions
Ability to work in a fast-paced environment with tight deadlines and high quality standards
Problem solving aptitude
Accuracy and strong attention to detail
Ability to prioritize responsibilities and effectively manage time
Ability to work effectively with management and part of a team to meet targets
High regard for protecting confidentiality of member, employee, corporate and performance information.
Previous customer service or concierge experience (not specifically in a CSR type role)
Strong PC application and system skills- having the ability to navigate multiple computer systems and databases
Optional but preferred skills/experience. Include:
Background in writing and/or research
English/writing field of study, Health Care Administration or related field, history, Juris Doctorate, etc.
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
